Senior Technical Support Engineer

• 5+ years of experience in a technical support or systems engineering role, with at least 2 years focused on SASE or Cloud Security.
• Mastery of networking protocols including TCP/IP, BGP, OSPF, IPsec VPNs, SSL/TLS and Web proxy
• Strong understanding of security concepts such as NGFW, ZTNA, SWG, and CASB.
• Proficiency in network and API troubleshooting tools (e.g., Wireshark, MTR, Curl).
• Excellent written and verbal communication skills.

• Palo Alto Networks certifications (PCNSA, PCNSE, or PCSAE).
• Deep hands-on experience with SASE platforms, specifically Prisma Access (Mobile User & Retail/Remote Office).
• Advanced industry certifications such as Cisco CCNP/CCIE or CISSP.
• Experience with identity provider integrations (e.g., SAML 2.0, Okta, Azure AD).
• Basic scripting skills in Python or PowerShell to automate repetitive diagnostic tasks.

At Palo Alto Networks®, we're united by a shared mission-to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you're ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you're in the right place.

Please note before applying: This position operates on a shift schedule to provide out-of-hours coverage for European enterprise customers. The baseline schedule is a late evening shift (14:00-22:00 Sofia time), rotating periodically onto night shifts (every 3-4 weeks), weekends, and on-call rotations.

We are seeking a high-caliber Senior Technical Support Engineer specializing in SASE with a primary focus on Palo Alto Networks Prisma Access. In this role, you will be the technical backbone for our enterprise customers, solving complex architectural challenges at the intersection of networking and security. As a senior member of the team, you will act as a technical authority, mentoring junior engineers and interfacing directly with Product Management and Engineering to influence the future of our SASE offerings.

• Lead the resolution of critical and complex technical issues involving Prisma Access, GlobalProtect, and cloud-managed service configurations.
• Debug complex routing and connectivity issues across hybrid environments, including SD-WAN integrations and BGP peering, ensuring seamless service.
• Perform deep-dive packet analysis (Wireshark) and log analysis to provide comprehensive Root Cause Analysis (RCA) for high-priority incidents.
• Act as a designated technical point of contact and advocate for premium enterprise accounts, ensuring their SASE deployment aligns with best practices.
• Proactively collaborate and exchange information with Product Management and Engineering to influence product improvements based on customer feedback.
• Manage and optimize security policies, including SSL Decryption, DLP, WildFire, and Advanced Threat Protection within the Prisma environment.
• Create technical documentation and knowledge base articles, and lead internal training sessions to elevate the team's collective expertise.
• Mentor junior engineers, sharing knowledge and fostering a culture of continuous learning and applied problem-solving.
• Facilitate root cause investigations and manage the implementation of corrective and preventative measures. Be the subject matter expert on the core technologies of the Palo Alto Networks product line

We believe collaboration thrives in person. That's why most of our teams work from the office full time, with flexibility when it's needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes.